Level 1 Helpdesk Technician

General FunctionThe Service Desk Analyst I will provide first line support for clients. Will be responsible for following standard processes and be required to document and resolve technical issues relating to hardware, software, network, or general computer usage.Essential Duties & ResponsibilitiesThe duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.Provide exceptional and professional customer service to our clientsLog all client contacts - calls, emails, web forms, chat sessions, or voicemails - into the appropriate service management toolTroubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support toolsInitiate and facilitate the following ITIL processes: Incident Management, Request Fulfillment, Access Management, Problem Management, and Knowledge ManagementAs Escalation Management process describes, route tickets that cannot be resolved at the desk to appropriate assignment or resolver groupsCollaborate effectively with other service desk team membersParticipate in ongoing training for service desk operationsWork on projects or tasks assigned by leadershipRequired SkillsBasic QualificationsHigh school diploma or G.E.D.One or more years of technical training in computer support preferredTwo or more years of technical or customer support experienceExperience working with company products and operating systemsExperience with solving computer related problemsExperience working with company escalation policyOther QualificationsInterpersonal skills to interact with customers and team membersGood communication skillsOrganization skills to balance and prioritize workAnalytical and problem-solving skillsAbility to work in a remote team environmentAs a condition of eligibility to work remotely, Pomeroy requires: Access to high-speed internet with a minimum 15 Mbps download speed and minimum 15 Mbps upload speed. A dedicated work area that is free from distraction and allows security for customer/client information. Use of Pomeroy/client issued desktops/laptops only. Personally owned peripheral devices (monitors, keyboards, mouse, etc.) may be used, providing they are compatible with Pomeroy's equipment.